System and Method for Providing Single Click Enterprise Communication

ABSTRACT

Systems and methods for providing single click enterprise communication are provided. In exemplary embodiments, a profile is associated with each individual of an enterprise. A single click selection of a communication type from a plurality of communication types for a particular individual may then be received. The profile associated with the individual is then reviewed to determine one or more contact identifiers associated with the selected communication type. Using the determined contact identifiers a communication may be established with the individual.

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application is a continuation of U.S. patent applicationSer. No. 12/075,401, filed Mar. 10, 2008, and entitled “System andMethod for Providing Single Click Enterprise Communication,” whichclaims priority benefit of U.S. Provisional Patent Application No.60/906,024 filed Mar. 9, 2007, and entitled “Real-Time Call ManagementSystem,” all of which are hereby incorporated by reference.

The present application is also related to U.S. patent application Ser.No. 11/827,314, filed Jul. 11, 2007 and entitled “System and Method forCentralized Presence Management of Local and Remote Users,” which isalso incorporated by reference.

BACKGROUND OF THE INVENTION

1. Field of the Invention

Embodiments of the present invention relate generally to communicationsystems and more particularly to providing single click enterprisecommunication.

2. Description of Related Art

Within an enterprise, users (e.g., employees) often need to communicatewith one another. Typically, the user will pick up their phone (e.g.,desk phone or cellular phone) and dial a phone number, dial anextension, or select a preprogrammed extension button in order toinitiate a phone call. In order to communication with another user viae-mail, the user will typically need to activate their e-mail programand open an e-mail composition window. The user may then be required toenter an e-mail address for the other user. And in cases where the userdesires to instant message/chat with another user, the user mustactivate a chat program and select the other user for chat.

Disadvantageously, each different communication type (e.g., phone call,e-mail, chat) requires activation or access via either a differentdevice or different program. There is no single interface thataggregates a plurality of communication types and allows for activationof a particular communication type via a single user action.

SUMMARY OF THE INVENTION

Embodiments of the present invention provide systems and methods forproviding single click communication within an enterprise environment.In exemplary embodiments, a profile is associated with each individualof an enterprise. The profile comprises a listing of one or morecommunication types that may be used (i.e., are available) tocommunication with the individual. Additionally, one or more contactidentifiers for each available communication type are also provided. Theprofiles may be stored at a server level and at each client device.

A single click selection of a communication type from a plurality ofcommunication types for a particular individual is then received. Inexemplary embodiments, a user interface comprising access to a pluralityof communication types is provided from which a single click selectionmay be performed. The single click selection may comprise selecting anicon on the user interface associated with a particular communicationtype and the particular individual. The profile associated with theindividual is then reviewed to determine one or more contact identifiersassociated with the selected communication type. Using the determinedcontact identifiers a communication may be established with theindividual. The communication may be established by the client device orby a server.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram of an exemplary environment in which embodiments ofthe present invention may be practiced.

FIG. 2 is a block diagram of an enterprise central location incommunication with various networks, according to one embodiment.

FIG. 3 is a block diagram of an exemplary HUD server.

FIG. 4 is a block diagram of an exemplary client device on whichembodiments of the present invention may be practiced.

FIG. 5 is an example of a communication interface for enabling singleclick enterprise communication.

FIG. 6 is a flowchart of an exemplary method for maintaining profiles.

FIG. 7 is a flowchart of an exemplary method for providing single clickenterprise communication.

DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS

Embodiments of the present invention provide systems and methods forproviding single click communication within an enterprise. In exemplaryembodiments, access to a plurality of communication types forindividuals within the enterprise is aggregated and provided via asingle user interface. By selecting (e.g., applying a single click to)one of the plurality of communication types for a particular individual,a communication may be established with the particular individual viathe selected communication type.

It should be noted that enterprise as applied herein may comprise anytype of organization or collection of individuals. Examples ofenterprises may include a business, educational institution, firm, orany other type of entity whereby a group of individuals may be centrallyorganized.

FIG. 1 shows an exemplary environment 100 in which embodiments of thepresent invention may be practiced. The exemplary environment 100includes an enterprise central location 102 which includes a pluralityof local user areas 104. The enterprise central location 102 may be, forexample, a main office and the local user areas 104 may includeindividual offices and/or cubicles. Each local user area 104 may beassociated with an individual. It should be noted that any number oflocal user areas 104 may be provided within the enterprise centrallocation 102. It should also be noted that more than one enterprisecentral location may be coupled via a network 106 to provide embodimentsof the present invention. The enterprise central location will bediscussed in more detail in connection with FIG. 2.

The network 106 may comprise the Internet or any other wide areanetwork. In some embodiments, the network 106 may couple the enterprisecentral location 102 to one or more remote user areas 108 via a router110 or gateway. The remote user area 108 may be a location associatedwith an individual that remotely accesses the enterprise centrallocation 102. For example, the remote user area 108 may be a home officeof an employee associated with the enterprise central location 102. Theremote user area 108 may comprises a remote client device 112 (e.g., acomputer), which may function as a communication device. One or moreadditional communication devices 114 (e.g., analog telephone, VoIPdevice, cellular phone, laptop) may also be provided in the remote userarea 108. Any number of remote user areas 108 may be coupled to theenterprise central location 102. Additionally, it should be noted that“remote” as used herein refers to any environment external to theenterprise central location 102.

According to exemplary embodiments, the users within both the enterprisecentral location 102 and the remote user areas 108 may communicate witheach other via the network 106. For example, the users may e-mail eachother or utilize instant messaging which may be forwarded via thenetwork 106. In other embodiments, the users may call each other usingany telephony device (e.g., desk phone, VoIP device, cellular phone). Inother embodiments, a phone call may be placed by using the network 106(e.g., VoIP) or placed via a public switch telephone network (PSTN) 116(e.g., analog phone).

It should be noted that the environment 100 of FIG. 1 is exemplary.Alternative embodiments may comprise any number of enterprise centrallocations 102, remote user areas 108, client devices 112, andcommunication devices 114.

Referring now to FIG. 2, the enterprise central location 102 is shown inmore detail. The enterprise central location 102 may comprise aplurality of local user areas 104 coupled to a router 202, a PBX server204, and a heads-up display (HUD) server 206 via a local area network(LAN).

Each local user area 104 may comprise a client device 208. In exemplaryembodiments, the client device 208 may comprise a desktop computer,laptop, or any other digital communication device enabled to provide acommunications user interface, such as the user interface that will bediscussed in connection with FIG. 5. The exemplary client device 208,itself, is configured to be a communication device. As such, the clientdevice 208 may be configured to provide e-mail, instant messaging (e.g.,chat), VoIP, or any other communication types. The client device 208will be discussed in more detail in connection with FIG. 4.

One or more additional communication devices 210 may be provided in thelocal user area 104. These additional communication devices 210 maycomprise a device separate from the client device 208, such as forexample, an analog telephone or cellular phone.

In accordance with one embodiment, the enterprise central location 102is coupled in communication via the router 202 to the network 106 andvia the PBX server 204 to the PSTN 116. The PBX server 204 is configuredto allow the client device 208 and/or communications devices 210 to makephone calls via the PSTN 116.

The HUD server 206 is configured to manage single click communicationsat a server level. In exemplary embodiments, the HUD server 206 maymaintain and provide user presence status, maintain and provide profiledata, and perform communication routing. The HUD server 206 will bediscussed in more details in connection with FIG. 3.

One or more other communication servers 212 may also be provided withinthe enterprise central location 102. These communication servers 212 mayestablish, maintain, and/or facilitate communications betweenindividuals. The communication servers 212 may include, for example, achat server, an e-mail server, and so forth. The communication servers212 may be optional or comprise any number of servers.

Referring now to FIG. 3, the exemplary HUD server 206 is shown in moredetail. The HUD server 206 comprises a processor 302 and one or morememory devices 304 (also referred to as a storage medium). The memorydevice(s) 304 may comprise a server profile module 306, a server profiledatabase 308, a HUD data module 310, a communication initiation module312, and a presence module 314. The HUD server 206 may comprise othercomponents not directly related to functionality of embodiments of thepresent invention, and thus are not shown or discussed. As such,alternative embodiments of the HUD server 206 may comprise more, less,or functionally equivalent components.

The exemplary server profile module 306 is configured to provide a userinterface in which a user or administrator may provide profile data. Theprofile data may include communication types available for an individualas well as contact identifiers for those communication types. Forexample, the individual may have a cellular phone (i.e., communicationtype is call to cellular phone) and the contact identifier will be thephone number of the cellular phone. In some embodiments, the contactidentifier may be automatically determined by the server profile module306. For example, an extension number for an individual within theenterprise may be known and automatically added to the individual'sprofile. Other forms of contact identifiers may include voicemailnumbers, e-mail addresses, and instant message/chat identifiers. Itshould be noted that any number and forms of communication types andcontact identifiers may be associated with each profile.

The profile each individual may be stored in the server profile database308. In exemplary embodiments, every individual associated with theenterprise that has a client device 112 or 208 and/or a communicationdevice 114 or 210 will have a profile. In some embodiments, the profilemay be automatically set up by the server profile module 306 with knownprofile data, and updated as new data is received by the server profilemodule 306.

While the server profile module 306 is shown within the HUD server 206,alternative embodiments may provide the server profile module 306outside of, but coupled to (e.g., via the local area network) the HUDserver 206. In some embodiments, the server profile module 306 maycomprise a web-based interface. As such, a user or administrator mayprovide a password to access the server profile module 306 from anylocation that provides web access. For example, the user may add orupdate contact identifiers or other profile data from home. The profiledata may then be saved to a centralized database. Copies of the profilesmay then be sent to the server profile database 308 in the HUD server206.

In exemplary embodiments, the profiles are broadcast to every clientdevice 112 and 208 associated with the enterprise by the HUD data module310. The client devices 112 and 208 then locally store the profiles, aswill be discussed in connection with FIG. 4. The HUD data module 310 mayprovide other information stored at the HUD server 206 or passed throughthe HUD server 206. For example, presence status information forindividuals associated with the enterprise may be sent to the clientdevices 112 and 208.

The exemplary communication initiation module 312 is configured toinitiate a communication based on a communication request received fromthe client device 112 or 208. Once the request is received, thecommunication initiation module 312 sends instructions to appropriatemodules or servers to establish a communication of a selectedcommunication type between two individuals (i.e., the user making thesingle-click request and the selected individual). For example, thecommunication initiation module 312 may send instructions to the PBXserver 204 to establish a phone call between the two individuals.Alternatively, the communication initiation module 312 may sendinstructions to a chat server or module to establish a chatcommunication between the two individuals. In some embodiments, thecommunication initiation module 312 may initiate a call to the e-mailserver to activate an e-mail program.

In some embodiments, the HUD server 206 may include the presence module314, which is configured to determine and maintain presence status ofeach individual associated with the enterprise. The presence status maybe utilized to determine which individuals are available to receive orestablish communications with.

In some embodiments, the presence status may be provided to the clientdevices 112 and 208 by the HUD data module 310. The presence module 314may be optional in the HUD server 206 in accordance with someembodiments.

In accordance with one embodiment, the HUD server 206 may comprise anoptional chat engine 316. In this embodiment, the HUD server 206provides a client-server module for chatting. The exemplary chat engine316 is configured to provide chat functionality and determine chatstatus. Thus, the chat engine 316 controls exchange of chat messagesbetween individuals. In an alternative embodiment, the chat engine 316may be embodied on a different server or comprise a separate chat serverwhich may be coupled to the HUD server 206.

The exemplary client device 208 is shown in FIG. 4. The client device208 comprises a processor 402 and one or more memory devices 404 (alsoreferred to as a storage medium). The memory device(s) 404 may comprisea HUD interface module 406, a client profile module 408, a clientprofile database 410, a selection module 412, a profile lookup module414, and a communication request module 416. The client device 208 maycomprise other components not directly related to functionality ofembodiments of the present invention, and thus are not shown ordiscussed. While FIG. 4 discusses the client device 208 of a local userarea 104, the client device 112 at the remote user area 108 may comprisesimilar components and functionalities.

The exemplary HUD interface module 406 is configured to provide a userinterface that allows for single click enterprise communication. Inexemplary embodiments, the HUD interface module 406 will receive anddisplay data from the HUD server 206 (or other server devices) and fromthe client device 208. For example, presence status data may be receivedfrom the HUD server 206 and displayed in the user interface. An exampleof the user interface is shown and will be discussed in more detail inconnection with FIG. 5.

In exemplary embodiments, the client profile module 408 receives profiledata and updates profiles stored locally at the client profile database410. In some embodiments, the client profile module 408 may receive newand updated profile data from the HUD server 206 periodically. Forexample, the profile data may be received after a predetermined periodof time (e.g., every hour). In other embodiments, the profile data maybe received based on an event. For example, the profile data may bereceived upon startup of the client device 208 or after every instance(or number of instances) of profile changes. The trigger for providingthe new/updated profile data may be activated by the HUD server 206 orthe client device 208 (e.g., the client device 208 pings the HUD server206).

The exemplary selection module 412 is configured to process a singleclick selection and trigger action based on the single click selection.In one embodiment, the selection module 412 will receive the singleclick selection and instruct the profile lookup module 414 to access theclient profile database 410. The profile lookup module 414 thendetermines the contact identifier(s) associated with the single clickselection. Thus, if the single click selection indicates a desire toplace a call to Bob Smith, then the contact identifier may comprise aphone number for Bob Smith. In an alternative embodiment, thefunctionalities of the selection module 412 and the profile lookupmodule 414 may be combined within a single module.

Once the contact identifier(s) are found by the profile lookup module414, the communication request module 416 will attempt to initiate theselected communication. In some embodiments, the communication requestmodule 416 will send a communication request comprising the contactidentifier to the HUD server 206 or other communication server toinitiate the communication. For example, a communication request may beforwarded to the HUD server 206 and the communication initiation module312 may then instruct the PBX server 204 to establish a phone call. Inother embodiments, the communication request module 416 may sendinstructions to a local module of the client device 208 to initiate theselected communication. For example, the communication request module416 may instruct an e-mail module of the client device 208 to provide anew e-mail composition window whereby the contact identifier is used topre-populate an e-mail address field.

Referring now to FIG. 5, an example of a user interface 500 configuredto provide single click enterprise communication is provided. Theexemplary user interface 500 displays individuals within the enterprisewith which a present user associated with the user interface 500 mayestablish communications using embodiments of the present invention. Inthe present example, the user (i.e., individual using the user interface500) is identified by name and extension in a top, left display section502. Local and remote individuals of the enterprise are displayed in alower portion of the user interface 500, and may be identified by nameand extension within a display block 504. The local and remoteindividuals may be organized in any manner, such as by first name, lastname, extension number, team (e.g., sales teams, executive team) orgroup, and so forth.

It should be noted that any number of individuals within the enterprisemay be provided on the user interface 500, and not all individualswithin the enterprise may be listed. For example, the user may selectindividuals the user communicates the most with for their user interface500. In another example, select groups of individuals (e.g., salesgroup, IT group) may be provided on the user interface 500.

Within each block 504, a plurality of icons may be provided to indicateavailability and provide the single-click communication functionality.The icons may comprise, for example, an e-mail icon 506, acellular/mobile phone icon 508, and a chat icon 510. Thus, asingle-click selection of an e-mail icon 506 associated with Steve Pagewill initiate an e-mail (e.g., bring up an e-mail composition window) toSteve Page whereby a corresponding e-mail contact identifier (e.g.,steve.page@company.com) may be automatically provided in an addressfield. In a further example, a single-click selection of the cellularphone icon 508 for Stephen Kellogg will initiate a call to Stephen'scellular phone whereby the contact identifier is Stephen's cellularphone number. Additionally, a single-click selection of the chat icon510 will initiate a chat session (e.g., open up a chat window) withRivers Cuomo in the example of FIG. 5.

In yet further embodiments, a phone call may be initiated using thesingle-click communication functionality with any individual listed inthe blocks 504. In one embodiment, the user may initiate the phone callby clicking on an extension number 512 within the block 504 or byclicking on the individual's name within the block 504. In yet otherembodiments, a phone icon (not shown) may be provided within the block504.

A direct-to-voicemail functionality may also be provided via the userinterface 500. In one embodiment, a voicemail icon may be displayed inthe block 504. Alternatively, the single click selection of theindividual's name or extension number may activate a voicemail call. Inthese embodiments, differentiation is provided between a phone call anda voicemail call. For example, a single click selection of the extensionnumber may provide the voicemail call, while a single-click of the namewill provide the phone call, or vice-versa.

With respect to availability of an individual for a phone call,telephone status may be provided within the block 504. For example, an“available” message 514 may be displayed in the block 504 when theindividual is available to receive the phone call while an “unavailable”message 516 may be provided otherwise. In some embodiments, the block504 may also be color-coded to indicate availability. For example, theblock 504 may be colored blue if the individual is available fortelephone communications and colored gray if unavailable.

With respect to instant messaging or chat, the status and availabilityof an individual for chat may also be displayed within the block 504.For example, the white chat icon 510 may indicate that the individual isavailable for chat. Thus, when the user selects the chat icon 510, achat session will start with the indicated individual. A chat/clock icon518 may indicate that the individual is away. For example, the user islogged in, but may not be currently using their client device 208.Finally, an “X”ed out chat icon 520 may indicate that the user is notavailable for chat. It should be noted that similar clock icons and“X”ed out icons may be utilized to indicate availability for othercommunication types, such as phone calls, cellular calls, and e-mails.

Referring now to FIG. 6, a flowchart 600 of an exemplary method formaintaining a profile is shown. Each profile is associated with anindividual of the enterprise. In exemplary embodiments, the profile willcomprise a list of one or more communication types available for theindividual along with one or more contact identifiers for eachcommunication type. Thus, for an e-mail communication type, the contactidentifier may comprise one or more e-mail addresses for the individual.Similarly for a telephone communication type, the contact identifier maycomprise one or more phone numbers or extensions for the individual.

In step 602, a profile is established for an individual. In someembodiments, the profile may be automatically generated for eachindividual and may be pre-populated with known contact identifiers. Forexample, the individual's extension number and/or standard e-mailaddress (e.g., name@company.com) may be known and used to pre-populatefields of the profile. The individual or an administrator may thenprovide any missing contact identifiers. In other embodiments, theindividual or an administrator may input all the contact identifiers fordifferent communication types associated with the individual in order togenerate the profile. The profile is then stored at the HUD server 206.

In step 604, the profile is provided to the client devices 112 and 208.In some embodiments, profiles stored in the server profile database 308are pushed to the client devices 112 and 208. The profiles may beprovided at any time or based on an occurrence of any event. In otherembodiments, the client devices 112 and 208 may ping the HUD server 206for the profiles. For example, upon startup, the client device 208 maysend a request for the profiles.

In various embodiments, updates may be made to one or more of theprofiles. Accordingly, new data, such as contact identifiers may bereceived in step 606. For example, an individual may change theircellular phone number. The new contact identifiers are then be used toupdate the profile. It should be noted that data other than new contactidentifiers may be received and stored in steps 606 and 608.

In step 610, a determination is made as to whether a predetermine amountof time has passed or an event occurred that will trigger an update toprofiles stored at the client devices 112 and 208. The event triggersmay comprise, for example, startup of the client device 112 or 208 ornew updates to the profiles. If the time or event trigger is positive,then the update profile(s) or the updated profile portions (e.g., thenew contact identifiers) are provided to the client devices 112 and 208in step 612. If the time or event trigger is negative, a determinationis made as to whether new updates are received in step 614. If newupdates are received, the method returns to step 608. Conversely, if nonew updates are received, the method returns to step 610.

After the updated profile data is provided to the client devices in step612, a determination is made as to whether new updates are received instep 616. If new updates are received, the method returns to step 608.If new updates are not received, the method may end. Alternatively, themethod may continue to check for new updates and provide the new updatesto the client devices 112 and 208.

Referring now to FIG. 7, an exemplary flowchart 700 of a method forproviding single click enterprise communication is shown. In step 702 asingle click selection is received. In exemplary embodiments, a userwill select an icon associated with an individual that the user wouldlike to establish communications with. The icons may comprise, forexample, a cellular phone icon, chat icon, e-mail icon, phone icon(e.g., extension number or name), or SMS icon. The selected icon willindicate a communication type (e.g., phone call to a cellular phone,chat, e-mail, phone call to voicemail, phone call to analog phone, etc.)to use for establishing the communication. In one embodiment, the singleclick selection is received by the selection module 412.

A profile associated with the selected individual is reviewed in step704 to determine an appropriate contact identifier. In exemplaryembodiments, the profile lookup module 414 may review the profile storedin the client profile database 410. Thus, for example, if an e-mail iconwas selected for Bob Smith, the profile lookup module 414 will reviewBob Smith's profile to determine one or more e-mail addresses (i.e.,contact identifier) for Bob Smith.

In step 706, a request for communication is sent to an appropriatemodule or server. In exemplary embodiments, the request will include thecontact identifier(s) that were determined in step 704. For example, arequest for a phone call to Bob Smith may be sent to the HUD server 206.

The communication is then established in step 708. Continuing with theexample, the HUD server 206 will receive the request for the phone callto Bob Smith and instruct the PBX server 204 to establish the call usingthe determined contact identifier. Alternatively, an e-mail program ofthe client device 112 and 208 may initiate an e-mail composition windowand pre-populate an address field with the contact identifier(s).

It should be noted that the methods of FIG. 6 and FIG. 7 are exemplary.Alternative embodiments may contemplate different steps, combination ofsteps, or different order to the steps.

The above-described functions and components can be comprised ofinstructions that are stored on a storage medium. The instructions canbe retrieved and executed by a processor. Some examples of instructionsare software, program code, and firmware. Some examples of storagemedium are memory devices, tape, disks, integrated circuits, andservers. The instructions are operational when executed by the processorto direct the processor to operate in accord with embodiments of thepresent invention. Those skilled in the art are familiar withinstructions, processor(s), and storage medium.

The present invention has been described above with reference toexemplary embodiments. It will be apparent to those skilled in the artthat various modifications may be made and other embodiments can be usedwithout departing from the broader scope of the invention. Therefore,these and other variations upon the exemplary embodiments are intendedto be covered by the present invention.

1. A method for providing single click communication, comprising:providing access to a plurality of communication types on a single userinterface; receiving a single click selection of a communication typefrom the plurality of communication types for a particular individual;reviewing a profile associated with the individual to determine one ormore contact identifiers associated with the selected communicationtype; and initiating the communication using the one or more contactidentifiers.
 2. The method of claim 1 further comprising generating theprofile.
 3. The method of claim 1 wherein the contact identifiercomprises a phone number for the individual.
 4. The method of claim 1wherein the contact identifier comprises an e-mail address.
 5. Themethod of claim 1 wherein the contact identifier comprises a chatidentifier.
 6. The method of claim 1 wherein the contact identifiercomprises an extension number.
 7. The method of claim 1 whereinproviding access to the plurality of communication types comprisesproviding icons associated with the communication types, whereby thesingle click selection may occur via selection of the icon.
 8. Themethod of claim 1 further comprising receiving the one or more contactidentifiers for the individual and updating the profile accordingly. 9.The method of claim 1 further comprising storing the profile in adatabase at a server level.
 10. The method of claim 9 further comprisingbroadcasting data in the profiles to client devices at a predeterminedtime.
 11. The method of claim 9 further comprising broadcasting data inthe profiles to client devices when a change in the profile occurs. 12.The method of claim 9 further comprising sending data in the profile toclient devices when pinged by the client devices.
 13. The method ofclaim 9 further comprising sending data in the profile to the clientdevices upon start-up of the client devices.
 14. The method of claim 1further comprising providing communication status on the user interface.15. A system for providing single click communication to a user,comprising: an interface module configured to provide a single userinterface providing access to a plurality of communication types; adatabase configured to store profiles of individuals; a selection moduleconfigured to receive a single click selection of a communication typefrom the plurality of communication types for an individual; a profilelookup module configured to review a profile associated with theindividual to determine a contact identifier associated with theselected communication type; and a communication request moduleconfigured to initiate the communication using the contact identifier.16. The system of claim 15 further comprising a profile moduleconfigured to receive one or more contact identifiers for the individualand maintain the profile accordingly.
 17. The system of claim 15 furthercomprising a data module configured to provide updates in one or moreprofiles to client devices.
 18. The system of claim 15 furthercomprising a communication initiation module configured to sendinstructions to establish the communication.
 19. The system of claim 15wherein the user or individual are located remote from an enterprisecentral location.
 20. A machine readable medium having embodied thereona program, the program providing instructions for a method for providingsingle click communication, the method comprising: providing access to aplurality of communication types on a single user interface; receiving asingle click selection of a communication type from the plurality ofcommunication types for a particular individual; reviewing a profileassociated with the individual to determine one or more contactidentifiers associated with the selected communication type; andinitiating the communication using the one or more contact identifiers.